However, the SNCF has a specific guarantee, which is still unknown, which provides for a commercial gesture in the event of dysfunction of comfort on board. A measure that could affect thousands of passengers each year, provided you know the procedure!
However, the rule exists black on white
According to the SNCF, “guaranteed comfort” is one of the travel guarantee commitments made to customers traveling aboard a TGV. If equipment such as electrical outlet, air conditioning or Wi-Fi does not work, the passenger can claim a voucher corresponding to around 15 % of the ticket Price. The amount may seem modest, but for a return trip to more than € 100, this still represents enough to amortize a next trip.
However, in fact, this compensation is rarely requested. The reason? It is neither automatic nor clearly displayed on the train. To benefit from it, the traveler must imperatively point out the problem to the head of board during the journey. It is this declaration which then triggers the internal procedure: once the report is validated, a voucher is sent by e-mail in the days that follow. This is generally valid for a year on the next SNCF journeys.
As for consumer associations, it is regularly emphasized that this guarantee should be more visible. Many users discover its existence by chance or afterwards, when it is already too late to trigger the complaint. Because to hope to touch a compensation, it is impossible to manifest itself once you arrive at your destination: only the chief of board can see the dysfunction and record the request in the system.
SNCF rather highlights its other commercial commitments
The company recalls that beyond comfort on board, other guarantees exist to cover delays or missed correspondences. But on these purely technical aspects, such as air conditioning or individual power supply, tolerance is sometimes greater. Passengers do not always think less, especially when the breakdown touches a long distance journey.
During the summer, where the temperature in the cabin can quickly increase without functional air conditioning, these situations can transform a trip into ordeal. Recent trains are supposed to limit inconvenience thanks to finer maintenance and rescue systems. The fact remains that the breakdowns still exist, and that the information circulates badly. The “comfort guarantee” remains too discreet.
For those who want to assert their law, the user manual is simple on paper: manifest itself before the end of the journey and keep your ticket.
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